Everyday situations
How to return a faulty product when the store says no
Come with proof of purchase and a description of the fault: what happens, since when and under what conditions. Say clearly what you expect, a repair, a replacement or a refund, and ask for the complaint to be recorded in writing. If the seller says it is your fault, do not argue on the spot; ask for that statement to go into the record.
How to handle this conversation
Describe the fault specifically
Instead of “the shoes fell apart,” say: “After three weeks of normal wear, the soles came off both shoes. I have the receipt and photos.”
Say what you expect
A clear request is easier to act on: “I would like a new pair, and if that is not possible, a refund.”
Ask for it in writing
A verbal no means little. Say: “I understand you see it differently. In that case please log my complaint and give me written confirmation.”
Do not get sent away without a decision
When you hear “go to the manufacturer’s service center,” ask calmly: “I bought it here, so I am making the complaint here. Who can accept it?” Check the store’s terms and the current consumer rules.
I return a faulty product to a store
- Difficulty
- Medium
- Duration
- 5-8 minutes
The situation
The shoes you bought three weeks ago in a store cost a few hundred. The soles came off both of them, even though they were worn normally. You have the receipt and photos. You go back to the store, and the shift manager is at the till.
Who you talk to
The shift manager
Polite but focused on protecting the store. Says the fault looks like misuse, suggests sending it to the manufacturer or offers store credit instead of a refund, and tends to drag things out.
The counterpart also has private goals and information that are never shown upfront. You discover them only through the conversation, the same way you would in real life.
What makes it hard
- The manager says straight away that the damage is the customer’s fault.
- He sends you to the manufacturer instead of accepting the complaint.
- He offers store credit instead of a replacement or refund.
Your goals
- Describe the fault and the remedy you want clearly
- Get the complaint accepted in writing
- Stay calm when the manager questions your account
What the report looks at
- Whether the description of the fault and your request are specific
- How you respond to the claim that you caused the damage
- Whether you avoid accepting a remedy you do not want just to end the conversation
- Whether the conversation ends with an accepted complaint or a clear next step